FOOD & BEVERAGE SERVICE
2025
CHAPTER ONE
Owned by:-
Aylin Kamaruddin
JPH/PMM
History of Restaurants in
Europe
◦ People ate together in large groups
12,000 years ago.
◦ Food was sold in public market places
7,000 years ago.
◦ Greek and Roman banquets occurred
2,500 years ago.
◦ By the 1500’s, quantity food was
produced primarily in religious
institutions, and wealthy persons
employed chefs.
◦ Before the 1600’s, persons living along
trade routes were the first hospitality
entrepreneurs as they opened their
houses to travelers.
◦ Separate eating places began in Europe
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in the mid-1700’s.
History of Restaurants in United States
◦ Taverns and inns became popular in
cities during the1800’s
◦ Most luxurious dining was offered by
large hotels.
◦ By the late 1800’s, public eating
places were almost every where and
offered a wide variety of food items.
◦ One of the first restaurant chains was
that of Fred Harvey (Kansas) in the
mid-1870’s.
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History of Restaurants in United States
(continued)
◦ By 1920, numerous eating places were
located near major highways.
◦ In the 1940’s, frozen foods became popular.
◦ McDonald’s restaurant chain began in the
1950’s.
◦ In the 1970’s, wines increased in popularity.
◦ The “modern” restaurant era began in the
early 1980’s as Americans began to eat out
more frequently.
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Components of the Travel/Tourism Industry
Travel/Tourism
Industry
Hospitality Transportation Destination
Services Alternatives
Accommodations
(Lodging) Foodservices
Activities* Retail
Shops**
Other Hospitality
Operations
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Close Look at the Hospitality Industry
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Types of Restaurants
Restau-
rants
Upscale Casual Family
(High- Service Ser- Quick-
Check (Mid- vice Service
Average) Scale)
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Dining Room Organization: Upscale
Restaurant
Maitre d’ Hotel
Captain1 Sommelier2 Chef du Trancheur3
Chef du Rang4 Chef du Rang4 Chef du Rang4 Chef du Rang4
Commis Commis Commis Commis
du Rang du Rang du Rang du Rang
1
The Captain is section (area) supervisor of approximately four
guest tables.
2
The Sommelier is the wine steward.
3
The Chef du Trancheur serves desserts (often from a dessert
cart) and other after-dinner items.
4
The Chef du Rang is the lead
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table server; Commis du Rang is
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Job Specification
Restaurant Manager
Overall responsible for the org. & admin, set stan-
dard for service, responsible for any staff training,
prepare duty rosters.
Asst. Restaurant Manager
Assist RM in carrying out task and responsibility,
make out duty rosters.
Headwaiter/Maitre D’hotel/Supervisor
Overall charge, responsible for seeing all duties, aid
the reception, relieve the restaurant mgr on their
day off.
Station Headwaiter/Section
Supervisor/Captain
Overall responsible for a team/staff serving a set of
tables, have knowledge of food & wine, able to
instruct other staff, carry out all the service.
Station Waiter/Chef De Rang
Carry out the same work as the station head waiter,
less experience chef de rang and station head
waiter must work as a team.
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Job Specification
Asst. Station Waiter/Demi Chef De
Rang
Relieve station head waiter on their day off.
Waiter/Waitress
Acts by instruction from the chef de rang, mainly
fetches and carries, help to clear tables after
each course, carried out some of the cleaning &
preparatory tasks during the pre-preparation pe-
riod.
Apprentice/Commis Debarrasseur
Known as a learner, keep the sideboard well filled
with equipment, help to fetch and carry items,
carry out certain of the cleaning tasks.
Carver/Trancheur
Responsible of the carving trolley & carving of joints
at the table, will plate up each portion with an ap-
propriate accompaniment.
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Job Specification
Wine Butler/Wine Waiter/Som-
melier
Responsible of the service of all alcoholic drinks
during the service meals, sales person, have
knowledge of all drinks to be served.
Cocktail Bar Staff
Well versed in skills of shaking & stirring cocktails
& should have knowledge of all alcoholic & non-al-
coholic drinks, responsible in making cocktails.
Busboy/Busgirl
Assist the servers during busy/peak periods, re-
sponsible to do the clearing after service, positions
may be assumed by the same person.
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Organization of Large Mid-Scale Restaurant
General Man- Bookkeeper
ager
Chef Dining Beverage
(Head Room Manager
Cook) Manager
Cooks Recep- Bar-
tionist tenders
Stew- Servers
ards Lounge
Servers
Busper-
sons
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Organization Chart for a Single-Unit
Quick-Service Restaurant
Owner/Unit
Owner/Unit Manager
Franchisor's
Franchisor's Field
Representative
Manager Field
Representa-
tive
Unit
UnitAssistant
Assistant
Manager
Manager
Shift Leader
Shift Leader Shift
Shift Leader
Leader
Shift
Shift Leader
Leader
Drive-Through Production Counter Service
Drive-Through Production Counter Ser-
vice
Line Employ-
Line Employees Line Employ- Line Employ-
ees ees ees
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Range of Guest Expectations About
Foodservices
A B C D
Food Is Service Service Is Service Is
the Complements Anticipato the
“Produc the Food ry and “Product”
t” “Invisible”
Food Food and Service Are Service Is a
Is the Priorities Priority
Priority
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Guest’s Expectation
Physiological
Economical
Social
Psychological
Convenience
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Characteristics of Effective Food and Beverage
Servers
Effective food and beverage servers:
Arrive at work on time in appropriate uni-
form (unless they change into their uni-
form at work)
Practice proper personal hygiene
Understand their basic duties and responsi-
bilities and work together as an integral
part of the restaurant's team
Can perform all required work tasks to the
necessary level of quality and quantity
outputs
Have extensive product knowledge about all
menu items available
Have a genuine desire to please the guests
and are courteous and friendly
Consider their work to be more than “just a
job”
Create effective working relationships with
the restaurant
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ees
Servers Who Practice the Philosophy
of Guest Service
Think and act as if they are the
“host” of the guests being served.
Remember/use the names of guest
“regulars” whom they serve.
Make efforts to assure that each
guest has a memorable din-
ing experience.
Anticipate and respond to the needs
of their guests.
Are proud of their appearance and
personal grooming prac-
tices.
Help other members of their restau-
rant team whenever possible.
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Example of Table Setting in Upscale
Restaurant
Dessert wine
Bread & Butter Red wine
Dessert White wine
Water
Entrée Entrée Sorbet Soup
Fish Salad Base Plate
Salad Fish
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GUEST SERVICE
SKILLS
Reliable Prompt recogni-
tion
Coopera- Smile
tive Eye Contact
Personable Body Posture
Healthy Call guest by their
Clean & name
Neat
Communication
Skill
Knowl- Voice Level
edgeable Concern
Persuasive
Attentive
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